Practical Workshop for Airport Customer Experience

Course Introduction

Over five focused days, this workshop-based course takes Airport Customer Experience out of the textbook and into the reality of airports, airlines and ground operations. Participants work through regional case material, structured exercises and peer discussion, leaving with methods they can apply on their next working day.

Training Objectives

• 01Explain the core principles, terminology and standards behind Airport Customer Experience in clear, practical language
• 02Select and adapt suitable approaches to Airport Customer Experience for the constraints of airports, airlines and ground operations
• 03Diagnose weak spots in current practice and prioritise corrective action
• 04Use practical tools, checklists and templates that support day-to-day Airport Customer Experience
• 05Leave with a prioritised list of improvements you can start within 30 days

What You Will Take Away

• A structured inspection and reporting template
• Case-study notes drawn from regional plant experience
• A field-ready checklist you can use on your next job

Who Should Attend

• Airport & Airline Operations Staff
• Ground Handling Teams
• Aviation Safety & Security Officers
• Station Managers

Prerequisites: Open to all levels; participants are encouraged to bring a real work challenge.

Training Methodology

Learning happens by doing — teams work through practical tasks, present their results and receive immediate feedback. Case material and examples are drawn from airports, airlines and ground operations.

Day-by-Day Programme (5 Days)

• Day 1
  Getting oriented: the landscape of Airport Customer Experience

  Scope, terminology and the standards and regulations that shape Airport Customer Experience in airports, airlines and ground operations.

• Day 2
  Core concepts and methods

  The principles, codes and best-practice approaches that leading organisations rely on for Airport Customer Experience.

• Day 3
  Applying it on the job

  Hands-on exercises using tools and templates for Airport Customer Experience, built around realistic situations in airports, airlines and ground operations.

• Day 4
  Cases, risks and lessons learned

  Case studies, typical pitfalls and the risk and compliance issues that arise with Airport Customer Experience.

• Day 5
  Bringing it together

  Consolidation workshop, personal action planning and a closing knowledge check on Airport Customer Experience.

Upcoming Sessions